Keep your technicians informed where they work best by setting up instant notifications in Slack and MS Teams. This integration allows you to send customizable alerts for tickets, tasks, and other key events directly to your team, helping to speed up response times and protect your SLAs. Notifications are managed through a new 'Instant Messaging' channel in the Notification Center.
Enabling Instant Messaging Notifications
First, you need to navigate to the Notification Center from the integration's page in the Marketplace.
Go to Settings > Marketplace. Scroll down to the 'Other Integrations' section and locate the Slack or MS Teams integration.
Click "Integrate" to open the details page and "Sign In with OAuth."
3. Allow the required permissions to integrate your workspace with SuperOps.
4. Once the integration is up, click "Manage" to set up your notifications.
5. This will take you to the Notification Center, where you can configure which alerts are sent as instant messages.
Configuring Notification Events
In the Notification Center, you can enable the 'Instant Messaging' channel for specific events across different modules. The notifications will be sent as a direct message to the assigned technician via an app bot in Slack or MS Teams.
The following tabs allow you to customize alerts for your technicians:
System Notifications: This tab covers system-level alerts. You can enable instant messages for events like 'Side conversation reply' and 'Technician Mention' to ensure technicians never miss important communications.
Ticket Notifications: Manage all ticket-related alerts here. Enable instant messaging for events such as 'New Ticket Created', 'Ticket assigned to Technician', or 'SLA Response Escalation' to keep your team on top of their ticket queue.
Task Notifications: Configure alerts for task-related events. You can send instant notifications when a 'Task is assigned to a Technician' or when a 'Task is Overdue' to improve task management and accountability.
Client Notifications: This tab handles notifications related to client interactions that require a technician's attention, such as when a 'Requester Replied' to a ticket.
By integrating SuperOps with Slack or MS Teams, you can deliver real-time notifications directly into your technicians' daily workflow. This ensures that critical updates are seen and acted upon promptly, improving overall efficiency and service quality.